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Job description
Improve the lives of others while Caring. Connecting. Growing together.
Job Description - Director, Business Relationship Management - Customer Experience )
Director, Business Relationship Management - Customer Experience -
UnitedHealth Group is a health care and well-being company that’s dedicated to improving the health outcomes of millions around the world. We are comprised of two distinct and complementary businesses, UnitedHealthcare and Optum, working to build a better health system for all. Here, your contributions matter as they will help transform health care for years to come. Make an impact with a team that shares your passion for helping others. Join us to start Caring. Connecting. Growing together.
The Director, Business Relationship Management / Customer Experience (BRM/CX) serves as the primary leader responsible for building a disciplined, enterprise-grade customer engagement and satisfaction capability within Corporate Real Estate. This role acts as the bridge between CRE service delivery teams and internal business stakeholders, ensuring customer needs are understood, measured, and translated into actionable service improvements and portfolio decisions.
The Director will lead the strategy, governance, and execution of a comprehensive customer relationship and customer feedback program spanning tactical service feedback, periodic pulse surveys, and deep strategic customer satisfaction assessments. This role will also establish a structured process to convert customer insight into measurable actions that improve service quality, strengthen business relationships, and enhance enterprise value.
This position reports to a senior CRE leader and maintains a strong dotted-line partnership with Analytics / Performance Management to ensure customer insights are statistically sound, analytically robust, and connected to operational and business outcomes.
Primary Responsibilities:
Customer Relationship ManagementServe as the leader for internal customer relationship management across the CRE function
Establish and maintain a formal business relationship management model for key internal customers, business units, and leadership stakeholders
Develop stakeholder maps, engagement plans, business account profiles, and relationship cadences for major internal client groups
Act as a strategic liaison between internal customers and CRE service lines, ensuring customer priorities are understood and reflected in delivery plans
Identify emerging business needs, service gaps, friction points, and opportunities to improve the customer experience
Customer Experience & Satisfaction StrategyDesign and own the enterprise approach to measuring customer satisfaction across CRE services, including:transactional / tactical feedback
pulse surveys
annual or semi-annual deep-dive satisfaction assessments
major project and move/renovation feedback
location, service-line, and persona-based experience insights
Build a standardized survey framework that balances operational responsiveness with strategic insight
Ensure surveys and listening mechanisms are aligned to business priorities, service delivery models, and key CRE touchpoints
Create a closed-loop feedback process to ensure customer concerns are acknowledged, routed, addressed, and resolved
Voice of the Customer Program LeadershipEstablish and lead a formal Voice of the Customer (VoC) program for Corporate Real Estate
Integrate qualitative and quantitative customer input from surveys, stakeholder interviews, service interactions, issue logs, and operational data
Lead the interpretation of customer sentiment and satisfaction trends, translating findings into practical recommendations for service line leaders and CRE leadership
Drive regular review forums to evaluate key themes, root causes, and improvement opportunities
Partnership with Analytics and Performance ManagementPartner closely with Analytics / Performance Management to ensure customer measurement methods are credible, consistent, and decision-useful
Define and monitor customer KPIs, service experience metrics, and account health indicators
Support the creation of dashboards and scorecards that connect customer satisfaction to operational metrics such as response times, work order performance, project outcomes, utilization, condition, and cost
Help develop segmentation, trend analysis, driver analysis, and, where appropriate, predictive or sentiment-based insights
Ensure reporting is suitable for frontline teams, service line leaders, and executive leadership
Service Improvement and AccountabilityConvert customer feedback into structured improvement plans with clear ownership, timelines, and measurable outcomes
Partner with FM, project management, transactions, space planning, workplace experience, and other service lines to address root causes and improve delivery
Monitor and track follow-through on actions resulting from customer feedback
Help establish service recovery processes for low satisfaction events or recurring issues
Promote a culture of accountability, responsiveness, and continuous improvement across the CRE organization
Executive Reporting and GovernancePrepare executive-level summaries of customer satisfaction, service performance themes, risks, and opportunities
Present findings and recommendations to CRE leadership and other senior stakeholders in a concise, business-oriented manner
Lead governance processes related to customer feedback review, prioritization of improvement opportunities, and progress tracking
Ensure that customer insight is incorporated into strategic planning, portfolio decisions, service model evolution, and provider performance management
Process, Tools, and Capability BuildingRecommend and help implement tools, platforms, and workflows to support customer relationship management and survey administration
Partner with digital, workplace technology, service management, and analytics teams to integrate feedback data where appropriate
Establish standards, documentation, and operating procedures for customer engagement and satisfaction measurement
Build organizational capability around customer listening, account management, issue escalation, and action planning
Support change management and communication efforts to improve adoption of customer‑centric practices within CRE
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:
10+ years of experience in corporate real estate, facilities management, workplace experience, customer experience, business relationship management, operations, consulting, or a related field
Experience developing and leading customer satisfaction, customer experience, stakeholder engagement, or service improvement programs
Experience working cross-functionally across operations, strategy, project delivery, and analytics teams
Experience preparing and presenting to senior leadership
Background translating customer feedback and business needs into operational improvements and executive-level insights
Demonstrated success managing senior stakeholder relationships in complex corporate environments
Preferred Qualifications:
Experience within a large, complex, matrixed corporate real estate or facilities organization
Familiarity with CRE service lines such as facilities management, transactions, capital projects, workplace services, occupancy planning, or portfolio management
Experience with survey platforms, customer feedback tools, service management systems, and dashboard/reporting environments
Experience working with outsourced providers and/or integrated facilities management models
Exposure to customer analytics, KPI design, sentiment analysis, or service performance measurement
Knowledge, Skills, and Capabilities:
Exceptional relationship management and stakeholder engagement skills
Solid executive presence with the ability to influence without direct authority
Ability to connect tactical service issues to broader strategic implications
Solid analytical orientation and comfort working with data, trends, and performance reporting
Excellent written and verbal communication skills, including executive summarization
Ability to lead through ambiguity and build new capabilities in evolving environments
Solid problem-solving, prioritization, and organizational skills
Commitment to customer‑centricity, accountability, and continuous improvement
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $134,600 to $230,800 annually based on full-time employment. We comply with all minimum wage laws as applicable.
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.
UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.
UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
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Worksite address
eden prairie, MN, 55344, US
Who can apply
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